HaloCSM, built forcustomer & citizen services
Purpose-built customer service management for organisations delivering frontline support, digital citizen services, and multi-channel engagement at scale.
Modern Service Delivery for Every Citizen
Whether you're a local authority, housing association, or public sector body — HaloCSM enables digital-first citizen engagement with the accessibility and compliance you need.
Digital-First Access
Self-service portals accessible 24/7 on any device
Accessibility Built In
WCAG-compliant interfaces for inclusive service delivery
Data Sovereignty
UK-hosted, GDPR-compliant, and secure by design
Complete Customer Service Management
Everything you need to manage customer and citizen interactions — from first contact to resolution
Omnichannel Engagement
Meet customers where they are with unified multi-channel support
- • Email, chat, phone & social media
- • Web portal & mobile app
- • Microsoft Teams integration
- • WhatsApp & SMS support
Intelligent Case Management
AI-assisted case routing, categorisation, and resolution workflows
- • Auto-triage & smart routing
- • Skill-based agent assignment
- • Escalation & SLA management
- • Collaborative case handling
Citizen Self-Service Portal
Branded portals for residents and customers to log and track requests
- • Report issues & request services
- • Track case progress in real-time
- • Knowledge base & FAQ access
- • Accessible & mobile-friendly
SLA & Performance Tracking
Monitor service levels and response targets across all channels
- • Multi-tier SLA structures
- • Automated breach alerts
- • Real-time SLA dashboards
- • Performance trend analysis
Feedback & Satisfaction
Capture customer sentiment and drive continuous improvement
- • Automated CSAT surveys
- • NPS measurement
- • Sentiment analysis via AI
- • Complaints & compliments tracking
Reporting & Insights
Data-driven decisions with comprehensive analytics and dashboards
- • Executive service dashboards
- • Channel performance analytics
- • Demand & trend forecasting
- • Custom report builder
Built for These Organisations
HaloCSM powers customer and citizen services across sectors
Local Authorities
Digital citizen services, housing repairs, waste & recycling requests
Housing Associations
Tenant portals, repairs management, complaints handling
Membership Bodies
Member services, event support, subscription management
Consumer Brands
Customer support, product enquiries, returns & warranty
Part of the Halo Ecosystem
HaloCSM shares the same architecture as HaloITSM, HaloPSA, and HaloCRM — giving you a unified view across all service functions
360° Customer View
See the full picture — support cases, service tickets, contracts, and interactions all in one place. No more switching between systems.
Seamless Escalation
Citizen or customer cases can instantly escalate to IT incidents, change requests, or specialist teams without re-entering data.
Shared Knowledge Base
A single knowledge base serves agents, citizens, and internal teams — reducing duplication and improving consistency.
Rapid Deployment
Already using HaloITSM or HaloPSA? HaloCSM leverages your existing configuration, users, and integrations for fast go-live.
Omnichannel Engagement
Connect every channel into a single, unified customer service experience
Threaded email with auto-categorisation and templates
Live Chat
Real-time web chat with AI virtual agent support
Social Media
Monitor and respond across Twitter, Facebook & more
Mobile & SMS
SMS notifications and mobile-friendly self-service
Transform Your Customer & Citizen Services
Let's discuss how HaloCSM can modernise your frontline service delivery — whether you're supporting customers, residents, or citizens.